Service Management Help

Service Request Management

Priority defines the precedence in which a particular Incident should be addressed. You can add and modify the Priority levels for SLA calculation of Incidents for a Tenant. You can add or modify the Priority values for a Tenant.

To configure Priority:

Select Request > Configuration > SLA Configurations > Priority.
On the PRIORITY page, click ADD NEW on the ACTIONS panel.
Select the Tenant, type in the new Priority details. For information about the fields on the PRIORITY page, see Field Description. If you are configuring Priorities for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management).
Click SUBMIT. The new Priority value is saved.

PRIORITY page
Figure: PRIORITY page

Field Description

The following table describes the fields on the PRIORITY page:

Field	Description
DETAILS
Priority	Type in a name for the Priority.
Display Name	Type in the display name for the Priority.
Description	Type in a description for the Priority.
Response SLA (in Minutes)	Response Time is referred to as the time period between the log time of an SR and the time at which the SR is assigned to an Analyst. Type in the number of business days and minutes as the response SLA. In general, the response time is specified based on the highest degree of a Priority, that is if the Priority is of the highest degree the Analyst needs to respond to the issue within a short span of time in comparison to the medium or lower degree of Priority issues. The Response deadline is calculated based on these values (see: Response Time Vs. Resolution Time)
Resolution SLA (in Minutes)	Resolution Time is referred to as the time period between the log time of an SR and the time at which the SR is resolved by the Analyst. Type in the number of business days and minutes as the resolution SLA. In general, the resolution time is specified based on the highest degree of a Priority, that is if the Priority is of the highest degree the Analyst needs to resolve the issue within a short span of time in comparison to the medium or lower degree of Priority issues. If you specify the Resolution SLA as zero, you can calculate the SLA based on the best efforts of an Analyst. For any SR associated with this Priority, on the SERVICE REQUEST page, Target Completion Date field is displayed below the Priority field. The Resolution Deadline is calculated based on these values (see: Response Time Vs. Resolution Time)
Highlight Color	Select a color from the color box to associate it with the respective Priority. This color code is displayed for the SRs, which have with this Priority.
Default	Select this check box to display this Priority value as the default Priority value on the other pages of the application.
Active	Indicates the status of the Priority value. If selected, the Priority value becomes an available option on the other pages of the application. If cleared, the Priority value becomes a inactive value. The inactive Priority values are not displayed on the configuration pages of the application or in the Priority list.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the PRIORITY page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Priority values configured for the selected Tenant.

PRIORITY page: List of priority values
Figure: PRIORITY page: List of priority values

To edit a Priority value, click the Priority. Make appropriate changes and click SUBMIT.
To display the inactive Priority values, click the Include Inactive check box.

Note:

When the Priority Configurations are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.

Click ADD NEW to configure a new Priority .
Click IMPORT to update or create multiple Priorities, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the PRIORITY page. For more information see Importing Master Template in SummitAI Platform.

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